Session Description:

The sales and service experience that clients and prospects are confronted with results in higher loyalty, more efficient sales and faster earnings growth. How can the multiple sales, service and transaction channels better work together to achieve these objectives?  Since the branch is the small business market's primary sales and service channel, how can banks better define their branch sales value proposition, then deliver a better branch experience -- to more effectively grow and compete with aggressive banks and non-banks?

This session highlights a practical combination of:
     - New research insights (from a recent national survey) from Informa Research Services
    - Practical action implications from NBW Consulting Group, resulting from that research

Attendees will take-away specific branch sales and service benchmarks, with practical insights to increase their small business sales and loyalty.

Content includes:
     - What do small business clients expect when they visit the branch to:
         Resolve account problems
           Learn about new products
           Purchase additional services
           Make deposits
           Initiate transactions
           Speak with their account officer
- How can other service channels work with the branch to create a relationship based upon service excellence
- How to leverage technological and human resources to increase revenue, client satisfaction and client loyalty
- How to build a small business infrastructure that exceeds client expectations

Informa Research Services will present a holistic picture of the client service experience, including how small business clients use the branch, and the ways that the Internet and the telephone service center support the branch to create a harmonized client experience.

NBW Consulting Group will discuss strategic and tactical sales value proposition action steps and best practices to speed-up the growth of their small business portfolios -- especially the branch sales experience.  These action steps will leverage Informa's research insights.

This program will provide value for senior executives and staff with responsibility for Retail, Small Business, Channel and Branch Line Management, Sales and Service Management, Affluent Market, Business Strategy, Marketing, Product Development and Market Research.

Informa Research Methodology

Information for this presentation is based upon Informa's 2002 Micro and Small Business Market Study. Data in the study is based upon a nationwide telephone survey of 2,000 companies with annual sales between $50 thousand and $19.9 million. The survey was conducted between February and May 2002. Businesses are contacted randomly within selected strata (sales and industry groups). The study allows projections on total sample statistics with a 95% confidence level that the true proportion falls within ± 2.5% of the sample proportion (p) when p=0.5 for the overall population.

Attendance Fee:

$275.00 plus $50.00 per telephone line used.

About Mike Marselli

Formerly Director of Business Financial Services and Treasury Management Research at PSI Global in Tampa, Florida, Marselli has over 13 years experience in the financial services industry. He began his financial career in 1987 with Dun & Bradstreet Information Services. His background includes experience in business-to-business market strategies, industry trend forecasting, e-commerce trend analysis, and primary market research. He received his Bachelor of Arts from Vanderbilt University, TN. Mike can be reached at 1-866-546-3676, or at mmarselli@informars.com

About Informa Research Services, Inc

Informa Research Services, Inc. is the premier provider of competitive data, currently serving more than 2,100 clients including all of the nation's top 25 financial institutions. Our staff of financial researchers surveys the precise market information required to maximize income and manage expense. Since 1983, Informa Research Services has focused exclusively on the financial services industry. Based in Calabasas, CA, Informa Research Services, Inc., provides the financial industry's most extensive array of market research and decision-support information. Informa is the premier provider of fee and feature studies used to determine the competitiveness of fee-based services. In-depth studies are also available on cash management services, trust products, mystery shops, and other specialized services.

Business Market Focus
Informa Research Services' Business Markets group has expertise directly in the areas of small business and commercial market banking studies that measure market share and provide action-oriented analysis designed to improve bank revenue streams, increase customer retention and commercial customer acquisition. Our analytic approach draws upon both direct survey results and Informa Research Services' competitive market knowledge of best practices to develop strategic plans that get results.

Informa Research Services, Inc., is a division of London-based Informa Group plc (LONDON:INF). Informa Group offers "must have" business-to-business information through 3,500 conferences and seminars and nearly 1,500 print and electronic publications from offices in 19 countries.

Contact Informa Research Services at 800-848-0218 or visit www.informars.com

About Les Dinkin and NBW Consulting

Les Dinkin (ldinkin@nbwconsult.com) is the Managing Principal at NBW Consulting Group, a retail financial services consultancy based in Westport, CT. The firm helps its clients profitably speed-up demand among their current customers (retention and cross-sell) and acquire new customers -- with practical, quick payback programs. NBW supports clients with its proprietary Sales Value Proposition^™ growth program and StratShop^™ branch sales experience assessment and benchmarking program. Additional client support includes deposit growth, new products/pricing and other tactical growth programs -- with a particular expertise in business banking.

Mr. Dinkin has over 25 years of consulting, line banking and consumer brand management experience at Oliver, Wyman & Company (Small Business Partner for North America), KPMG Peat Marwick, Citibank, Amex and Nabisco. He consults to financial institutions in the U.S., Canada, Europe and South America. He support clients with:
Sales Effectiveness Improvement Programs

• StratShop^™ branch and RM/BDO sales process effectiveness benchmarking
• Sales Value Proposition^™ integrated customer/prospect experience sales growth program
• Sales Targeting Segmentation
• Attrition Reduction/Retention Increases
• Small Business Financial Centers
• Deposit Growth, Product Development and Pricing Programs

Mr. Dinkin frequently speaks at financial services conferences on retail sales growth topics and is published and quoted in the consumer financial, business and financial industry press and wire services. Examples of recent presentations and articles include:

• Shopping for Personal and Small Business Sales Growth
• Accelerating Core Retail and Small Business Deposit Growth
• Which is the Best Branch Sales Model: 'Relationship Probe' vs. 'Reactive Retailer'?
• How to Increase Branch Small Business Sales Growth
• Countering the Erosion of Small Business Deposits, American Banker
• Generating Internet Sales Revenue, not Traffic, American Banker

Mr. Dinkin is also the co-inventor of a patent-pending multi-financial institution shared sales and service facility approach targeted to small business and affluent segments (US Patent Application 09/777,255). Mr. Dinkin taught at the Columbia University Graduate School of Business as an adjunct professor and has also taught at the BAI and the America’s Community Bankers Retail Banking Graduate School programs. He earned an MBA from Columbia University and studied Computer Science and Electrical Engineering at Brown University.

NBW's client support focuses on practical, quick payback programs. The firm's collegial, hands-on and fact-based approach, analytical tools and extensive experience-based insights as consultants, former line bankers and business owners are all brought to bear on each client institution's unique market, customer, operational and organizational situation.

Call Mr. Dinkin directly at 203.221.1020 for more information and visit NBW Consulting at www.nbwconsult.com